Mortgage -- Trouble during payment process -- Complaint #18106134
Complaint Overview
Complaint ID: 18106134
Company: Truist Financial Corporation
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: New York
ZIP Code: 11208
Date Received: 2025-12-02T12:00:00-05:00
Date Sent to Company: 2025-12-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Duration of Issue : This dispute has been ongoing for more than 1 8 months. The Error : Truist Bank paid property taxes on my behalf that were incorrect or unauthorized, resulting in a surplus/overpayment that belongs to me. Admission of Fault : Truist Bank representatives have verbally acknowledged to me that this payment was an error on their part. Lack of Resolution : Despite this admission, the funds have not been returned. Instead of processing the refund, Truist representatives instructed me to " call the tax department '' myself to resolve an error they created. Communication Failure : Truist has refused to communicate with me in writing. I have been told there is " no way '' to document this dispute in writing or via email. Burden on Consumer : I have spent approximately 90 hours calling their customer service department, often waiting on hold for hours, only to receive no callbacks and no resolution. This " phone-only '' policy prevents me from maintaining a documented paper trail of their inaction.
Frequently Asked Questions
What is Complaint #18106134 about?
Complaint #18106134 was filed against Truist Financial Corporation regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-12-02T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Truist Financial Corporation?
Yes, visit the Truist Financial Corporation company profile at readthecomplaint.com/company/truist-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.